Exercises Related Topics 
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong."
Who's Your Gladys?
MAY 17, 2016
This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?
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Forrester's Customer Insights
JULY 8, 2022
How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX. Age of the Customer customer experience customer experience management Customer Experience Strategy promoted
Promoter.io
DECEMBER 15, 2016
The post A Statistical Exercise, NPS is Not appeared first on Promoter.io With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results. What Chime had discovered was […]. General Net Promoter Online Marketing
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.
West Monroe
DECEMBER 1, 2021
The best way to do that is through tabletop exercises. It’s critical – especially during a pandemic – to prepare for cyber incidents with the right plans and the right tests for those plans. Point of View Cybersecurity COVID-19
Strativity
JANUARY 22, 2020
We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Here we walk through some of our favorite exercises used to help our clients spark innovative ideas and move confidently into the future. The post Workshop Playbook: 9 Exercises to Spark CX Innovation appeared first on Strativity.
dscout People Nerds
JUNE 10, 2021
Use these techniques to break out of a research rut and generate compelling insights from your next study
Forrester's Customer Insights
MARCH 30, 2020
Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one?
Maz Iqbal
DECEMBER 6, 2014
On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.
Forrester's Customer Insights
JULY 20, 2022
Threat hunting is a term frequently misused by cybersecurity pros, vendors, and service providers. We researched threat hunting to determine what it really is, what benefits it brings, and to overcome the misuse and abuse of the term. The resulting report, Threat Hunting 101, published recently.
Forrester's Customer Insights
JUNE 18, 2020
Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high.
Maz Iqbal
JANUARY 19, 2015
What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015. Listen to the news and you are likely to find plenty of challenges: stuff that we, individually and collectively, have to deal with. If you/i are to show up as human-centred leaders then what is the way to go about being-dealing with these challenges. This question is the subject of this conversation.
Kate Nasser
NOVEMBER 17, 2015
Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation! The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com.
Up Your Service
DECEMBER 1, 2015
Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team.
Up Your Service
DECEMBER 1, 2015
Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members your team.
Perkville
MARCH 11, 2022
January is perhaps infamous for its role as the month of resolutions, exercise goals and new business initiatives
Service Untitled
JANUARY 7, 2014
There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.
dscout People Nerds
MARCH 3, 2021
Use this exercise to solicit buy-in, uncover exciting user questions, and get your stakeholders thinking user-centrically.
Service Untitled
MARCH 26, 2012
” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big DifferencesThis isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Like many people, I have a lot of respect for Steve Jobs and what he accomplished.
Service Untitled
JULY 16, 2012
Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy.
InMoment XI
SEPTEMBER 28, 2022
Experienced ideation facilitators can leverage processes that guide a team through creative exercises. These creative exercises use data generated in customer experience programs as a starting point.
Service Untitled
JUNE 2, 2011
Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us.
Service Untitled
FEBRUARY 18, 2011
Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality. The beauty of using a check sheet is that it provides data (facts) about how a process is working and offers information about improvement opportunities. The check sheet collects data for the number of times an event occurs.
Service Untitled
APRIL 7, 2011
Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.
InMoment XI
NOVEMBER 11, 2015
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article
Kerry Bodine
AUGUST 21, 2020
Exercises focused on your most important customer journeys. A workbook with example maps and exercises. In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever.
Forrester's Customer Insights
NOVEMBER 2, 2020
Sales enablement practitioners must deconstruct role-playing exercises to enable reps to get into top-selling form. Like in golf, there are so many motions to consider in any customer interaction.
Service Untitled
JUNE 4, 2009
Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.
Alida
NOVEMBER 25, 2019
We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity.
Experience Matters
DECEMBER 18, 2018
It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.
NICE inContact
JANUARY 13, 2020
It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.
Forrester's Customer Insights
AUGUST 14, 2018
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey
Forrester's Customer Insights
MARCH 18, 2020
A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience.
Who's Your Gladys?
DECEMBER 2, 2014
Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns
Who's Your Gladys?
FEBRUARY 4, 2015
Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test? Then, put these drills into practice. Best practices customer experience technology Customer Service customer service performance Marilyn Suttle performance Who''s Your Gladys?
Forrester's Customer Insights
OCTOBER 4, 2022
I believed that competency mapping was a theoretical exercise invented by human resources or learning designers to test my last nerve. I was certain that the exercise would […]. I get it.
QuestionPro Audience
AUGUST 20, 2019
It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. . Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale.
Kerry Bodine
APRIL 19, 2020
Exercises focused on your most important customer journeys. A workbook with example maps and exercises. We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see.
InMoment XI
NOVEMBER 10, 2015
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article. Healthcare
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